ComplaintsforEtched on Wood

• Initial Complaint

  04/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a sign to be painted silver and sealed. I received the sign painted silver but it's not sealed so the silver paint comes off on your hands and leaves finger prints on the product. I contacted the company and they want me to send pictures, when they know very well the production team did not seal the sign. I now have to pay someone else to do it because the company Etched in Wood asked for pictures to review the product!!! I have been waiting for this sign for weeks, why would I not want it up in my salon, they act like I'm making this up. They know it's not sealed. No customer service from this com-any at all!!

  Business response

  06/14/2022

  Business Response /* (1000, 8, 2022/05/20) */ Hello there, We contacted the customer to resolve the issue but the customer refused to submit any proof / photos of the claims made that there was a problem with the product. We offered to send a replacement upon receiving proof but have not heard back. Thank you! Consumer Response /* (3000, 10, 2022/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I asked them to replace the product, I would gladly send the defective one back. They refused and said they wanted pictures. I explained pictures did not show that the gloss was not added instead I sent photos of my hands with all the paint on them from touching the sign. They are not telling the truth about how they did not finish my order as I had purchased. They never offered to replace it and they never checked with their product development team to see if they had in fact remembered or documented that they had completed sealing my sign. I have already paid another company to finish the sign for me, at my expense because they were not willing to help, they just stuck to their story of they needed to see, and that was not showing anything. The refused to resolve the issue that was in the customers best interest. They can keep my money but they will not get my business ever again. I hope people reading this think about working with them. Business Response /* (4000, 12, 2022/05/28) */ Hey there, We hope you're doing well. We understand the situation and want to do our best to help resolve it. We unfortunately never received any photos of paint coming off on the hands or any other issues with the sign. As our pieces are custom made to order, we do require photos to process any claims. We've sent multiple follow up emails requesting the photos but still haven't heard back. If you could kindly email us with that photo you mentioned had been sent, that would be a great help so we could process a complimentary replacement sign for you and you do not need to send back the original. If the silver metallic color is an issue, we are also happy to do a color change to a non metallic color.

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